Oakley Has Not Refunded My Canceled Order

I ordered Oakley Permian sunglasses through Hepsiburada. On July 20, 2026, I canceled the order through the system on the same day before the product was delivered to me. Today is July 27, and despite several days having passed, the order still has not been properly canceled, while the $196 payment remains unresolved.

My account displays a message stating, “Your cancellation has been completed, contact your bank.” However, when I contacted my bank, I was clearly told that no cancellation instruction had been received. In other words, the system is displaying a misleading message that does not reflect the actual status of the transaction. I called customer service twice, on July 24 and July 27, and on both occasions I was told that the message displayed on the website was incorrect, that the cancellation had actually not been completed, and that the issue would simply be forwarded to the “relevant department.” I received no useful solution beyond this generic, copy-and-paste response. I have had to repeatedly contact customer service for what should have been a simple cancellation, wasting my time while still receiving no concrete resolution.

It is unacceptable for a transaction of this amount to be left unresolved in this manner, for the system to keep customers waiting with incorrect messages, and for customer service to provide delaying responses instead of actually resolving the issue. I request that the cancellation of my order be completed immediately and in full, that I receive a clear and written explanation regarding the $196 payment and its refund status, and that Hepsiburada provide a satisfactory explanation for the system errors and misleading information I encountered during this process.